Welcome to ACN Support

ACN recommends placing calls over a Wi-Fi connection whenever possible.  If your mobile phone network is used, data charges may apply, which is dependent upon your mobile plan.  

Wi-Fi
To ensure all your ACN Companion App calls utlize Wi-Fi to place calls, you can change preferences within the app.  This setting does not use minutes or data from your mobile calling plan and can be used to place calls when traveling abroad. To turn off data use:

1. Select the Settings icon from within the app.
2. Select Preferences.
3. "Use When Available" – Disable
4. "Allow VoIP Calls" – Disable

3G/4G (Mobile Data Network)
Calls made via your mobile provider's network may have applicable data charges, and roaming data charges when used outside of your coverage area.  If Wi-Fi is not available, calls may be placed using your mobile providers's 3G or 4G data network. This option does not use mobile minutes, but rather data from your mobile calling plan. 

Receiving a call on the app is just like that of receiving a call as you do today on your smartphone.  Inbound calls can be answered by swiping the green phone icon (Android) to the right.  If an iPhone, and your screen is locked, enter your passcode to unlock the screen and press Answer.

Note: ACN Companion App uses a different telephone number than your mobile phone number, which can be found at the top of the app (above the keypad).

Open the app and tap on the phone icon and dial the number you wish to call.  Or, you can use your contact list, which is also shown within the app.  

      - G729 (Primary VoIP Code): A 5 minute call may consume up to 2.2MB (MegaBytes)

      - G711: A 5 minute call will consume up to 6.5MB.

• Both can accept an incoming call, or place an outgoing call, while the other is on a call.
• If both are on a single call, an incoming call will trigger Call Waiting on both devices.
• Both can have a conference call while the other has a single call.
• An incoming call with three concurrent calls in progress will go to voice mail.
• An outbound call attempt with three concurrent calls in progress will return a busy signal.
• Both cannot have a conference call at the same time.

For iPhone users, the iOS will automatically place the ACN Companion caller on hold and answer the incoming call. Unless you informed them at the start of your call, the ACN Companion caller on hold will not be aware that the call is held. We suggest taking precautions by informing the caller early should this occur.

For Android users, the experience is a friendly one. While still on the ACN Companion call, you will be alerted of the cellular call and offered the option to either answer by placing the current call on hold or not.

Be sure to check if the destination is included in your ACN Home Phone calling plan, otherwise, the call is subject to a per minute rate.  (Locate the International rate table within the Support section.)

*International calls are subject to ACN's Acceptable Use Policy.